Job Details

Job Description
Title: Customer Support Representative-II
Location: Remote
Duration: 3 months contract
Job ID: #25-54023

Description

• The schedule typically starts at 8 am ET or 9 am ET - the weekly schedule changes each week following a rotation in the team. The hours will range from 40-60 hours. Client is piloting white glove grocery delivery service. You will be joining a small team responsible for ensuring that we are able to successfully execute deliveries with a 0% error rate.
• This role is focused on Live Operations and will include proactive outbounds to our delivery drivers to drive exceptional quality.
• To succeed in this role you will need to have strong communication, troubleshooting and organizational skills, and a desire to continue learning.
• You'll be a strategic problem solver and become a subject matter expert in all things related to our new product.
• You will be the first line of defense, ensuring that the client provides an exceptional service experience by setting upfront expectations or working through solutions when something goes wrong.

• Proactively reach out to dashers to set clear delivery expectations and instructions
• Address ad-hoc dasher issues with empathy and urgency Spearhead & execute workflows that ensure we meet exceptional SLAs Identify trends & communicate findings to the broader teams to improve our processes Develop a deep expertise in our product, processes, systems, tools Be an early part of a collaborative team that prides itself with world-class customer service for a vital industry leading technology platform

• Bachelor's degree or equivalent amount of work experience
• 2+ years of work experience in a fast-paced customer service role in technology, hospitality or grocery & convenience
• Ability to work independently, problem solving attitude, willing to triage problems that may not have a pre-defined solution
• You can speak fluent English and have above average technical fluency (typing speed of 40 WPM).
• You have effective written communication skills--including top-notch grammar, spelling, and the ability to write both formally and casually using the company's brand voice and tone You are above average in technological fluency - and are especially comfortable with Google
• Familiarity with G-Suite, Slack, Atlassian, Salesforce Previous experience in grocery & convenience Conversational proficiency in Spanish